Employee happiness is a reflection of the employer’s work culture, ethics and values. Management gurus and consulting entities never fall shy of describing employees as internal customers. Yet, it is anyone’s guess how many enterprises take employee happiness and wellbeing adequately seriously to act right at the right time at the right place. And even for those that do, how do they go about gauging the employee sentiment is moot. We are all too familiar with the annual colleague opinion polls or employees satisfaction surveys as they are sometimes called. Some corporates go through the exercise with the right intent…


User generated content is what powers social media and serves as a powerful tool in the growing realm of digital consumerism. Electronic word of mouth or eWoM has manifested itself in the form of ratings and reviews on multiple social media and aggregator platforms that sell products and services. A solo post-experience judgement of a random consumer may not enjoy the credibility and heft to sway the decision about whether or not to make a purchase but the collective opinion of a multitude of customers in the form of reviews and ratings is something that will matter immensely. It serves…


Forearmed is forewarned, as the adage goes and business intelligence (BI) fulfils that purpose in varying degrees depending on whether a brand’s data assets are put through descriptive, predictive or prescriptive type of analytics. At the core here is analytics which is about discovering, interpreting and communicating meaningful patterns gleaned from the data assets. This, combined with strategies and technologies deployed by a brand on its data assets to enhance its competitive advantage and serve its core mission, is what BI is about. …


Customer reviews heavily impact decision choices by consumers, be it in making online purchases or choosing to patronize a hotel or restaurant. Consequently, acing the reviews game has become an obsession with many businesses across sector verticals, irrespective of the actual quality of the products or service that are on offer.

An entire industry has spawned around the reviews which are a subset of the user generated content or the UGC space. …


Bouquets and brickbats come in two ways- in private (off-grid) and as a public shoutout (on-grid). The proliferation of social media platforms has made the latter more prominent. Brickbats obviously outweigh bouquets as the threshold for negative comments and reviews tends to be lower than that for positive feedback or compliments.

Off-grid feedback is relatively straightforward to deal with but nevertheless, should never be neglected. On-grid is a different kettle of fish altogether. When it comes to expressions of negativity in a seller-consumer context, there is a perception that making a scene in full public view to vent one’s dissatisfaction…


Today, we live in an experience economy wherein consumers are more inclined to part with their money for the impression an event or a collective set of occurrences leaves on them, than the acquisition of a tangible commodity. Consumers are spoilt for choice and retaining their loyalty is directly contingent upon the value they associate with their experience. Thus, customer experience (CX) matters! And who are the primary protagonists responsible for delivering this experience? These are the frontline employees who actually interface with the customers.

For instance, it may take longer for you to to get to that coffee shop…


Customer experience (CX) is increasingly becoming a make-or-brake factor for businesses. A whopping two-thirds of companies across sector verticals are competing on CX, representing a near two-fold rise since 2010. CX simply does not get the attention it deserves because it is not as tangible as say, RoI and other such vanilla metrics. …

Hoick

We’re a B2B SaaS company in the heart of Dubai that loves #experiences almost as much as we love coffee.

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